Suhail Khan - Vice President & Head of Worldwide NPS, Philips International

On defining a good customer experience and his most meaningful metrics.

Suhail is responsible for setting the worldwide customer experience strategy across all lines of Philips business, including consumer lifestyle, healthcare and lighting.

It is a demanding role, but Suhail has the chops, having managed the Worldwide Change Management program at Siebel Systems where he added over $40 million to Siebel revenue in just 18 months.

In this interview, Suhail talks with Adam Burns about:

Defining a good customer experience
What are truly valuable metrics?
Using customer feedback to realign corporate behaviour
Real examples of cost cutting through customer experience

Category:

People & Blogs

Tags:

• Customer Service
• Customer Experience
• Metrics
• Customer Feedback
• Behaviour
• Cost Reduction
• Phillips
• MeettheBoss